This manual provides best practices for real estate professionals as recommended by the Wilmington Regional Association of REALTORS®. It offers guidance on listing properties with the MLS, communicating with clients and other brokers, conducting open houses and showings, making and presenting offers, and general professional conduct. Special thanks are given to committees that contributed to the development of the manual.

2. This manual has been created as your guide to the Best Practices
recommended by a team of dedicated professionals—
members of the Wilmington Regional Association of REALTORS®.
Special thanks to the 2005 Strategic Planning Committee, the
Best Practices Task Force and 2005 WRAR President George Laney.
Copyright©
2006 Wilmington Regional
Association of REALTORS®
Printing by Precision Press, Inc.
3727 Carolina Beach Road
Wilmington, NC 28401

3. Best Practices
Contents
LISTING BROKERS..................1
• When Adding a Listing to the MLS
• Communication is Key
• On Location
SELLING BROKERS..................5
• When Showing a Home
• Communication is Key
GOOD PRACTICES FOR ALL.........7
• In General
• Communication is Key
• During Negotiations
PRESENTING THE OFFER...........10
MULTIPLE-OFFER PROCEDURES....10

5. 1
WHEN ADDING A LISTING TO THE MLS
1. Fill out the listing input forms with all ascertainable information, even
if the property is being entered “for comp purposes only.”
(MLS Rule 1.1)
2. Provide honest information about the property’s features.
3. Provide accurate and detailed directions to the property.
4. Provide a phone number for scheduling appointments after office hours.
5. Provide multiple, up-to-date photos of both the interior and the exterior
of the listing. Note: The absence of interior photos may be interpreted to
mean an unappealing interior.
6. Verify that the cooperating broker’s compensation information is correct.
7. Identify in the Agent Information field if you are related to the seller or
another principal (investor, partner, shareholder) in any way.
8. There are 600 characters available in the Remarks and Additional
Remarks fields to describe a house. Brokers should provide as much
description as possible to help sell their listings. Remarks are shown on
REALTOR.com and company web sites.
LISTING BROKERS
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6. 9. Do not put confidential, bonus, broker or company information in the
Remarks fields or use quotation marks. Quotes will prevent the listing
from displaying on REALTOR.com.
10. Regularly update your MLS information to indicate construction
status, status changes, exterior photos or any other changes to the
property. Photos should reflect the season of the year.
COMMUNICATION IS KEY
1. You should be able to provide the following
information:
• Covenants
• Restrictions
• Homeowner Association documents, dues, and pending assessments
• Legal names of owners
• All disclosures, such as Lead Based Paint and HOA addendum
2. Check your phone messages and answer all communications promptly.
Respond accurately to all requests for information.
3. Provide sellers with other broker’s comments and changes in the
market on a regular basis. Honest critiques should be welcomed
and may improve your client’s chances of selling their property.
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7. 4. Inform the seller of anything that may hinder the sale of a home.
5. Provide sellers with prices based on a thorough market evaluation.
(Article 1 of the REALTORS®
Code of Ethics, Standard of Practice 1-3)
6. Specify in writing, on the listing contract and in the MLS, what remains
with the property.
7. Confirm seller-provided information.
8. Refrain from calling the cooperating broker immediately after a
showing appointment. They may still be busy with their client. However,
any critical listing information that may be needed by the cooperating
broker should be communicated as soon as possible.
9. Assure that someone will conduct your business when you are not
available. Inform cooperating brokers how your substitute may be
reached by voice mail or e-mail.
10. Advise cooperating brokers about whether or not the sellers will be
present during a showing. Educate sellers about why having sellers
present may be to their disadvantage.
11. If a property goes “Under Contract” prior to a scheduled showing,
notify the cooperating brokers.
12. Invite the cooperating brokers to present their offers and explain
to the seller that this is normal.
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8. 13. Assist the seller in assessing the property and have the seller complete
the Residential Property Disclosure form (NCREC 1998-1999 Update
Course Manual). When the condition of the property changes, or when
the seller becomes aware of material facts that need to be disclosed,
have the seller complete a new Residential Property Disclosure.
14. Educate the seller in detail about the real estate transaction: basic
steps; decisions they will need to make; required disclosures; required
timetables; key points in the Offer to Purchase and Contract; how
counter offers will be relayed either verbally, by e-mail or in writing.
15. Team leaders should be confident that their associates have been
well-trained before they begin handling negotiations and closings.
ON LOCATION
1. Buyers may never have access to property without a broker being
present unless the seller has agreed otherwise.
2. Before installing the KeyBox, try the key to make sure both the key
and the lock work properly.
3. Place the KeyBox on the front door of the home. If you must place
it in another location, put the information in the MLS. (MLS Rule 7.3 #13)
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9. 4. Develop a maintenance schedule when installing a brochure box.
5. Vacant property must be checked regularly to ensure the property
remains clean and secure.
WHEN SHOWING A HOME
1. When making an appointment, follow the showing instructions stated in
the MLS. Use the appointment center phone number if one exists instead
of calling the broker, especially when it is late at night. The appointment
center will have the most up-to-date schedule about property showings.
Sellers should not be unnecessarily inconvenienced, especially when you
know the prospective buyers have not yet decided to move to the area.
2. If a buyer refuses to enter a house when you have made an appointment,
explain that courtesy demands that a broker stop by the house and
leave a business card or call the appointment center.
3. A broker should always leave a business card before leaving the property.
(MLS Rule Section 7.2)
4. Carefully and respectfully encourage parents to monitor their children
at the property.
SELLING BROKERS
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10. 5. Respect the owner’s pets.
6. If the property is unsecured when you arrive (windows open, doors
unlocked, etc.), remember—safety first! Notify the listing company
about any unusual situation. Check carefully to be certain that
doors and windows are locked when you leave the property.
7. If you must use the bathroom, verify that the plumbing works.
If there is a problem, call the listing broker!
COMMUNICATION IS KEY
1. Always identify yourself as a REALTOR®
and educate your clients
to identify you as being their REALTOR®
when talking to another
real estate licensee.
2. Remember that having a home on the market may not always
be an enjoyable experience; therefore, please extend every courtesy
and consideration to each seller.
3. Schedule appointments realistically. Schedule adequate time to
show the property and drive to the next one. Call the listing
company or appointment center about any delays or cancellations.
4. Provide feedback to the listing broker by responding to their faxes,
e-mails or calls.
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11. 5. When communicating with the listing broker, state if you are a
sub-agent or a buyer’s agent.
6. As soon as the property goes under contract, all inspections and
appraisals should be scheduled to meet the contract deadlines. If
conflicts arise, communicate changes promptly.
IN GENERAL
1. Follow the Golden Rule: Do unto others as you would have them do
unto you.
2. Be professional (dress, speech, etc.).
3. Be prompt.
4. Be positive.
5. Be honest and truthful.
6. Be considerate of others.
7. Be willing to help.
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GOOD PRACTICES
FOR ALL

12. 8. Always have the required NCREC pocket renewal card with you
for identification purposes.
9. Respect other REALTORS®
’ “family time” in mornings and
evenings! If possible, all phone calls should be made during
normal business hours.
10. Only enter property when you have permission, even if you have
access to the KeyBox. Follow all showing instructions!
11. Use sidewalks and driveways.
12. Take off your shoes or boots inside the property during inclement
weather.
13. For new construction, when flooring has been finished, ask
everyone to remove their shoes.
COMMUNICATION IS KEY
1. Communicate with all parties in a timely fashion. Maintain
communication and confirm information or documents. Alert your
client to address questions to you rather than to the other party.
2. After a contract has been accepted, develop a list of the activities
needed to close and communicate them to your client.
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13. DURING NEGOTIATIONS
1. Remember, we advocate for our clients but REALTORS®
must never
become adversarial toward one another.
2. The listing and selling brokers should be available for all negotiations,
including those involving the contract, repairs, and settlement—not the
closing coordinator or assistant.
3. When listing and selling brokers negotiate an offer, keep the discussion
professional. Seek a win-win for the buyer and seller.
4. Share only what your client has instructed you to communicate. Without
instruction from your client, avoid saying “my client will” or “my client
won’t” do something.
5. When the seller or buyer rejects an offer or counteroffer, have them
write legibly on the form “Rejected,” then date and initial the form.
6. If more than two changes are made to an offer, prepare a new offer to
insure that the document is clear and legible. Keep the original with
changes, initials and signatures. Follow up by having the clean contract
signed and dated.
7. Personal property (fixtures) and a home warranty noted in the MLS or
in advertisements will not convey unless included in the offer.
8. All changes to any form must be initialed and dated by seller and buyer.
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14. 1. Present all offers as quickly as possible (REALTORS®
Code of Ethics, Standard
of Practice 1-6). Call the cooperating broker to let them know the time frame
for the presentation and response time. Regardless of the client’s offer, be
gracious toward your fellow REALTOR®
. Invite the cooperating broker to
present their offer. If the selling broker is not able to present the offer, they
may write an accompanying letter that presents it. They may also place an
acknowledgement signature line for the seller to sign to insure that the letter
has been seen.
2. When the seller or buyer rejects an offer or counteroffer, have them write
legibly on the form “Rejected,” then date and initial the form. The offer
acceptance or rejection must be in writing.
1. Listing brokers must immediately notify the cooperating brokers that multiple
offers have been received. The buyers should be advised to bring their best
offer since counteroffers are not usually done in multiple-offer situations.
2. Cooperating brokers must immediately notify the buyers that multiple
offers have been received.
3. The buyer and the seller must have a complete understanding of what
can transpire in a multiple-offer situation.
PRESENTING
THE OFFER
MULTIPLE-OFFER
PROCEDURES
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15. 4. When the seller is confronted with multiple offers, the listing broker must
advise the seller about possible choices in regard to accepting, rejecting
or countering the offers. If the seller wants to counter multiple offers at
the same time, advise them to seek the advice of their legal counsel.
State law requires that all real estate sales contracts be in writing. Offers
must be signed by the parties and communication of the acceptance
made to the offeror before there is an enforceable contract. Do not
communicate acceptance until the offer is signed.
5. Invite each cooperating broker to present their own offer. Seller must
ultimately make the decision, not the broker!
The preceding recommendations represent suggestions the Wilmington Regional
Association of REALTORS®
(WRAR) has accumulated from discussions with leading bro-
kers in the Wilmington market. Except where indicated, they do not represent rules of
WRAR, provisions of the REALTORS®
Code of Ethics, or a description of the standard of
care in the brokerage industry in North Carolina. Rather, they represent
recommendations to go beyond what is required by law, agency duties, the REALTORS®
Code of Ethics, and the MLS rules.
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